System for Rating Agents and Customers for Use in Profile Compatibility Routing
First Claim
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1. A method for routing transactions from customers to agents, comprising the steps of:
- (a) upon receiving, at a routing server, a transaction to route, soliciting the customers before connection to an agent, to rate the agents after agent interaction, and checking for existing customer routing profiles;
(b) upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles;
(c) if no existing routing profile is found for a customer, routing to an agent by a default routing strategy;
(d) tracking routing and agent interaction, and presenting to the customers, by software executing from a non-transitory medium, and after the interactions, an interactive rating interface;
(e) rating the agents by the customers using the interactive interface;
(f) updating agent profiles with rating results of customer ratings, and in the event of no available profile, creating a new profile for the agents with the rating results; and
(g) discerning characteristics of rating customers by the ratings of agents by the customers, updating customer profiles with the characteristics, and in the event of no available customer profile, creating a new customer profile with the characteristics.
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Abstract
A method for routing transactions from customers to agents follows a process of receiving, at a routing server, a transaction to route, and soliciting the customers before connection to an agent, to rate the agents after agent interaction, and checking for existing customer routing profiles. Upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles. If no existing routing profile is found for a customer, routing to an agent by a default routing strategy.
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Citations
18 Claims
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1. A method for routing transactions from customers to agents, comprising the steps of:
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(a) upon receiving, at a routing server, a transaction to route, soliciting the customers before connection to an agent, to rate the agents after agent interaction, and checking for existing customer routing profiles; (b) upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles; (c) if no existing routing profile is found for a customer, routing to an agent by a default routing strategy; (d) tracking routing and agent interaction, and presenting to the customers, by software executing from a non-transitory medium, and after the interactions, an interactive rating interface; (e) rating the agents by the customers using the interactive interface; (f) updating agent profiles with rating results of customer ratings, and in the event of no available profile, creating a new profile for the agents with the rating results; and (g) discerning characteristics of rating customers by the ratings of agents by the customers, updating customer profiles with the characteristics, and in the event of no available customer profile, creating a new customer profile with the characteristics. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for routing transactions from customers to agents, comprising:
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a routing server receiving transactions to route; a data repository storing routing profiles for customers and agents; and routing software executing on the routing server from a non-transitory machine readable medium, the routing software providing; a function soliciting customers before connection to an agent to rate the agents after agent interaction; a function checking for existing customer routing profile, and upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles, and finding no profile for the customer, routing to an agent by a default routing strategy; a function tracking routing and agent interaction, and presenting to the customers, by software executing from a non-transitory medium, and after the interactions, an interactive rating interface; a function rating the agents by the customers using the interactive interface; a function updating agent profiles with rating results of customer ratings, and in the event of no available profile, creating a new profile for the agents with the rating results; and a function discerning characteristics of rating customers by the ratings of agents by the customers, updating customer profiles with the characteristics, and in the event of no available customer profile, creating a new customer profile with the characteristics. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification